> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eolasflow.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Messaging

> Enable AI-powered WhatsApp text conversations alongside voice calls

Your AI assistants can handle WhatsApp text conversations using the same intelligence as voice calls. When a customer sends a WhatsApp message to your phone number, the AI responds automatically — understanding context, using tools, and following your VoiceFlow instructions.

## Prerequisites

<Note>
  Before enabling WhatsApp Messaging, make sure you have:

  * A phone number with WhatsApp Business API configured (imported via Phone Lines)
  * A VoiceFlow with an AI assistant assigned
  * The phone number assigned to the VoiceFlow
</Note>

## Enabling WhatsApp Messaging

<Steps>
  <Step title="Open your VoiceFlow settings">
    Go to **VoiceFlows** in the sidebar and click the VoiceFlow you want to enable messaging on.
  </Step>

  <Step title="Go to the General tab">
    Select the **General** tab inside the VoiceFlow settings.
  </Step>

  <Step title="Toggle WhatsApp Messaging on">
    Find the **WhatsApp Messaging** toggle and turn it on. This toggle is only visible when the VoiceFlow has a phone number with WhatsApp capability assigned.
  </Step>

  <Step title="Set Conversation Timeout">
    Choose how long an idle conversation stays open before it automatically closes. See the timeout options below to pick the right fit for your use case.
  </Step>

  <Step title="Save">
    Click **Save** to apply your changes. The VoiceFlow will now accept and respond to incoming WhatsApp messages.
  </Step>
</Steps>

## Conversation Timeout Options

The timeout controls how long a conversation stays open after the last message. When the timeout expires, the conversation closes automatically. If the customer messages again after that, a new conversation starts.

| Timeout                | Best For               |
| ---------------------- | ---------------------- |
| **1 hour**             | Quick support queries  |
| **6 hours**            | Same-day follow-ups    |
| **12 hours**           | Extended business day  |
| **24 hours (default)** | Standard conversations |
| **48 hours**           | Multi-day interactions |
| **7 days**             | Complex sales cycles   |

## How Conversations Work

* Only one active conversation per customer per VoiceFlow is allowed at a time
* When a customer sends a message, the AI processes it using the VoiceFlow's assigned assistant and system prompt, then replies
* The conversation stays open until the timeout expires or you close it manually
* If the customer messages again after the timeout, a new conversation starts fresh
* The AI has access to the same tools as voice calls, including knowledge retrieval, appointment booking, and any other tools enabled on the VoiceFlow

<Tip>
  The AI follows the same Instructions you've written in the VoiceFlow's **Instructions** tab. If you want to adjust how the AI handles text conversations specifically, update the system prompt to include guidance for written replies.
</Tip>

## Viewing Conversations

<Steps>
  <Step title="Navigate to Conversations">
    Go to **Conversations** in the sidebar.
  </Step>

  <Step title="Find WhatsApp conversations">
    WhatsApp messaging conversations appear in the same list alongside call records. They are labeled to distinguish them from voice calls.
  </Step>

  <Step title="Open a conversation">
    Click any conversation to see the full message history.
  </Step>

  <Step title="Review messages">
    Each message shows the sender (AI or Customer), the message content, and the timestamp.
  </Step>

  <Step title="Close a conversation">
    To close a conversation before the timeout expires, use the **Close** button inside the conversation view.
  </Step>
</Steps>

## Voice + Messaging Together

When both voice and WhatsApp messaging are enabled on a VoiceFlow, your AI assistant handles both channels automatically. A customer who called you can also message you on WhatsApp — and vice versa. Both channels use the same AI assistant configuration, system prompt, and tools. There is nothing extra to set up.

<Tip>
  Running both channels on the same VoiceFlow keeps your AI's behavior consistent. Any change you make to the assistant's instructions or tools applies to both voice calls and WhatsApp conversations.
</Tip>

## Limitations

<Warning>
  * **Text messages only** — Voice notes are not supported yet
  * **One active conversation per customer per VoiceFlow** — If a conversation is already open, new messages continue within that conversation until it closes
  * **WhatsApp Business API required** — The phone number must have WhatsApp Business API credentials configured to send and receive messages
  * **Media attachments not processed** — Images, documents, and other media sent by the customer are not read or responded to yet
</Warning>

## Next Steps

<CardGroup cols={3}>
  <Card title="VoiceFlows" icon="sparkles" href="/guides/voiceflows">
    Configure the AI assistant and settings behind your WhatsApp channel
  </Card>

  <Card title="Phone Lines" icon="phone-volume" href="/guides/phone-lines">
    Manage and import phone numbers with WhatsApp Business API
  </Card>

  <Card title="Conversations" icon="message" href="/guides/conversations">
    Review WhatsApp message history and AI responses
  </Card>
</CardGroup>